Service Desk Analyst (Contract) - London

Role Overview:

We are looking for a Service Desk Analyst to join our London office for a 12 month contract. As a Service Desk Analyst, you will be the first point of contact for technical support, delivering high-quality customer service and resolving a wide range of IT issues. Your responsibilities will include:

• Incident Management: Logging, triaging, and resolving technical issues related to desktop systems, video conferencing equipment, printers, and a broad suite of software applications.
• Application Support: Providing guidance and troubleshooting for commonly used applications, escalating complex issues to 2nd Line Support when necessary.
• User Access Control: Managing user provisioning, permissions, and access requests in line with security protocols.
• Business Continuity & Vendor Coordination: Assisting in continuity planning and liaising with external vendors for hardware and software support.
• Collaboration: Working closely with internal teams, including 2nd and 3rd Line Support, to ensure seamless issue resolution and knowledge sharing.

Platform Profile:

• Desktop Platform: 100% VDI
• Operating System: Evergreen Windows 11 & Microsoft 365
• Directory Services: Active Directory & Microsoft Entra
• Profile Management: Ivanti and FSLogix
• Application Delivery: Virtual and native
• Email Services: Outlook, Exchange Online and Mimecast.
• System Monitoring: System intelligence monitoring and data collection provided by Lakeside SysTrack.
• Security Systems: Microsoft Defender, Ivanti and Qualys.
• Thin Client Management: Dell zero/thin clients Collaboration Tools: Teams for video conferencing and collaboration.

Role Responsibilities:

• Provide a proactive and quality service
• Ensure all support tickets are responded to within a timely manner
• Manage the customer's expectations and ensure they receive regular updates on outstanding issues
• Ticket escalations
• Manage issues through to resolution where possible
• Update Service Desk tickets so others can see updates
• Carry out root cause analysis
• Undertake continuous improvement & small-scale enhancements/mini projects as requested
• Create and update documentation as required
• Ensure our infrastructure is kept secure and adhere to our IT Security and Information Risk controls

Experience Required:

Essential:

• Experience in a customer facing environment.
• A keen interest in technology and a willingness to learn.

Beneficial:

• Windows 11 and Microsoft 365 Suite of Applications
• Active Directory
• Microsoft Entra/Azure
• Microsoft Authenticator
• Microsoft Intune
• ServiceNow
• Omnissa, formerly VMware
• Mimecast
• Altiris / Software Centre (Application Deployment/Imaging)
• PowerShell Scripting
• Understanding of networking and server infrastructure

Personal Qualities:

• Strong focus on providing exceptional customer service.
• Excellent written and verbal communication skills.
• Confident in a technically complex environment with shifting priorities.
• Works well under pressure in a busy office setting.
• Able to explain technical issues to diverse audiences.
• Adapts approach based on situation and audience.
• Engages in meaningful interactions with users.
• Prioritises users and manages competing priorities effectively.
• Provides solutions to potential problems.
• Builds relationships across the organisation.
• Maintains a positive attitude and team spirit.
• Responds calmly under difficult conditions.
• Adapts to changing work environments and remains focused.

Insight Investment is an equal opportunities employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. If you are a candidate with a disability, or are assisting a candidate with a disability, and require an accommodation to apply for one of our jobs, please email us at [email protected]

About Insight Investment:

Insight Investment is a leading asset manager focused on designing investment solutions to meet its clients' needs. Founded in 2002, Insight's collaborative approach has delivered both investment performance and growth in assets under management. Insight manages assets across its core liability-driven investment, risk management, full-spectrum fixed income, currency and absolute return capabilities. Insight has a global network of operations in the UK, Ireland, Germany, US, Japan and Australia. More information about Insight Investment can be found at: https://www.insightinvestment.com/corporate/